Operations Level II Supervisor

Corning Incorporated is a diversified technology company with a rich history spanning more than 150 years. Corning concentrates efforts on high impact growth opportunities worldwide. We combine our expertise in specialty glass, ceramic materials, polymers and the manipulation of properties of light with strong process and manufacturing capabilities to develop, engineer and commercialize significant innovative products for the flat panel display, telecommunications, environmental and life sciences markets.

 

To know more about Corning visit us at: http://www.corning.com/

 

Job Title: Operations Level II Supervisor

Requisition Number: 161583

Location: Painted Post, NY 14870

 

Scope of Position:

The supervisor plays a crucial role in the day to day operations of the Operations Level II team. The position has a direct staff that they are responsible for in North America, but also requires the individual to monitor and maintain documentation, processes and metrics on a global front.  This is done through direct interaction with other supervisors positioned globally.  Customer Management and Operations Level II resources look to this role for support in the resolution of escalated incidents.  The supervisor is responsible for scheduling, performance reviews, and preparation of periodic reports on performance to business customers and/or management.  The supervisor may also manage new customer transitions and other service change related projects as they relate to the team.  The candidate will demonstrate excellent communication and leadership skills.

 

Day to Day Responsibilities:

1. Management of Level II support throughout supported areas, including the use of and enhancements to processes such as security management, monitoring, fault management, and change management and incident/problem management.

2. Adjust staffing schedules as needed. Make recommendations to manager for adjustments in staffing levels.

3. Analyze processes for efficiency and make changes to improve responsiveness and service levels to our customers

4. Prepare and deliver performance evaluations for staff

5. Assist in providing reports on performance to management and customers

6. Training of new and existing employees on Helpdesk processes and procedures

7. Write new and update existing processes and procedures

8. Work with vendors as it relates to costs, performance, on-boarding, and training of contracted resources

9. Managing a budget

10. Participate in technical meetings for internal and external representatives concerning specific operations.

11. Act as an escalation point for direct staff as well as other teams with the Customer Support Center.

 

Travel Requirements (please note if international):

Domestic and International Travel is required at times

 

Hours of work/work schedule/flex-time:

40

 

Required Skills:

1. Ability to clearly communicate expectations for performance and individual contributions to all team members.

2. Commitment to Continuous Improvement

3. Good Communication skills

4. Exhibits leadership model skills such as

a. Create Vision and Strategy for team growth/direction

b. Execute Strategy

c. Act with Authenticity and Integrity

d. Demonstrate Drive and commitment

e. Mobilize and Develop People

 

Desired Skills:

1. Knowledge of NT/2000/2003 Server Operating Systems

2. Knowledge of and experience in Active Directory

3. Knowledge of and experience with Exchange 2003

4. Knowledge of and experience with Lotus Notes

5. Experienced troubleshooting server/client problems (hardware/software)

6. Experienced troubleshooting network problems (WAN/LAN)

 

Soft Skills:

1. Ability to communicate in small and large global settings

2. Good presentation skills

3. Open and honest assessment of situation and ability to communicate concise messages to management

4. Ability to act decisively and quickly while gaining consensus of peers and management

 

Required Education:

B.S/B.A – Computer Science or related field

Required Years and Area of Experience:

3-5 years IT experience

1-3 years Supervisory experience 

 

Benefits Statement:

Corning Incorporated offers a comprehensive benefits package which provides health care coverage and financial security for employees and their families. This package features a pension plan, 401k plan, employee share purchase plan and a health and welfare program, plus many other valuable benefits including dental, vision, employee assistance plan, group legal services, short and long-term disability plans, flexible spending accounts, vacation pay, holiday pay, tuition reimbursement, survivor benefits, work-life benefits and more. Corning also offers medical, dental, vision, employee assistance plan, Group Legal Services and Lifeworks benefits and more to same-sex domestic partners and their eligible dependents.

 

Corning is an Equal Opportunity Employer.

 

Submit your application online at:

https://corningcareers.corning.com/psc/PDGLHRER/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_CE.GBL?Page=HRS_CE_JOB_DTL&Action=A&JobOpeningId=161583